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How Breezy Helped Popa Heating & Cooling Streamline Operations and Improve Customer Satisfaction
Case Study
How Breezy Helped Popa Heating & Cooling Streamline Operations and Improve Customer Satisfaction
Adam Sadowski
About Popa Heating & Cooling
For over 50 years, Popa Heating and Cooling has been a cornerstone of Northwest Indiana’s HVAC industry. From humble beginnings with pen and paper operations to adopting cutting-edge technologies, Popa has continually evolved to meet the needs of their customers. We had the privilege of sitting down with Christie Zumm, Director of Operations, to hear how Breezy has transformed their daily workflows and customer experiences.
The Challenge: Streamlining Operations Amid Rapid Change
When Popa’s ownership transitioned in late 2022, the team needed a reliable software solution to match their reputation for exceptional service. They had tried multiple platforms, including FieldEdge, ServiceTitan, and Housecall Pro, but none fully met their needs. Challenges ranged from clunky onboarding processes to limited customization and high costs. Most frustratingly, they often felt unheard when providing feedback.
Popa needed a solution that was intuitive, cost-effective, and aligned with their values of customer-first service and operational excellence.
“We had messy data coming into Breezy. You guys helped us get our back history back, which was huge for us. But onboarding is daunting, scary—it’s cleaning your data before moving it over.”
The Solution: Breezy’s Seamless, End-to-End Platform
Since switching to Breezy in early 2024, Popa Heating and Cooling has experienced remarkable improvements in both back-office efficiency and field operations. Christie shared some standout features and benefits:
Real-Time Collaboration: Breezy’s seamless integration between office and field apps ensures the team always stays in sync. Technicians complete visits with updates visible to the back office in real time, empowering managers to shift schedules or assist field staff as needed.
Accessibility Anytime, Anywhere: Whether at the office, at home, or even attending an industry conference, Christie can log into Breezy from her laptop, iPad, or phone. This flexibility has been a game-changer for resolving issues promptly and supporting technicians in the field.
Responsive Customer Support: Unlike their previous platforms, Popa’s team feels genuinely supported by Breezy’s customer service. Christie highlighted Breezy’s quick response times and commitment to solving issues collaboratively, such as streamlining double-payment resolutions or optimizing color-coded scheduling boards.
“Breezy is seamless between the office and the app. The minute they’re done with their job, we see it. It helps us keep everything organized and lets us support our technicians in real time.”
Results: Simplified Operations, Stronger Customer Relationships
Breezy’s impact on Popa’s workflows has been profound:
Enhanced Scheduling: Breezy’s dynamic schedule board uses color-coding to help the team prioritize appointments effectively. This feature is especially useful during seasonal peaks, allowing staff to quickly distinguish maintenance calls from no-heat emergencies.
Streamlined Membership Plans: Managing service agreements—a critical revenue stream for HVAC businesses—has become far easier with Breezy. Popa can now accommodate multiple payment methods and even customize workflows for unique customer needs.
Data Visibility: Historical data, such as past invoices and job records, was seamlessly integrated during onboarding, providing the team with critical insights to make informed decisions.
“You guys made us feel cared for. We weren’t just a number. Breezy genuinely feels like a partner that champions our success, and for us at Popa, that’s been really big.”
A Customer-Centric Approach
For Christie, the biggest differentiator has been Breezy’s genuine care for its customers. From the start, the onboarding process felt tailored to Popa’s unique needs. Whether it was pulling historical data from ServiceTitan or implementing feedback on scheduling functionality, Breezy consistently delivered.
As Christie put it:
“You guys empower us. We’re not just a number. Breezy makes us feel like we’re exactly where we need to be.”
Giving Back to the Community
At Popa, supporting the local community is more than a responsibility—it’s a core value. Popa actively invests in initiatives that strengthen connections and improve lives. Here’s how they make a difference:
Local Partnerships: Popa collaborates with community organizations to sponsor events, donate services, and provide resources for families in need. Their efforts help foster a sense of togetherness and shared growth within the neighborhoods they serve.
Sustainability Programs: Recognizing the importance of environmental stewardship, Popa promotes eco-friendly practices, such as offering energy-efficient service upgrades and educating customers on reducing energy waste. These efforts extend beyond their customers’ homes to benefit the larger community.
Employee Volunteer Days: Popa encourages its team members to take part in volunteer activities, providing paid time off for participation in charitable events or projects. From local food drives to school supply donations, their employees contribute time and effort to causes that matter.
Support for Youth Initiatives: Believing in the power of education and opportunity, Popa regularly supports youth programs, including scholarships for HVAC-related certifications and trades. This not only empowers the next generation but also strengthens the skilled trades workforce.
Popa’s commitment to giving back reflects their belief that thriving businesses and communities go hand in hand. By putting people and the planet first, they continue to create lasting, positive change.
Closing Thoughts
Popa Heating and Cooling’s journey with Breezy is a testament to how the right tools can enhance not just business efficiency but also customer satisfaction. By modernizing their workflow, Popa has reaffirmed its commitment to delivering top-tier service to the community it has served for decades.
If your business is considering a switch to Breezy, Christie’s advice is simple:
“Onboarding is scary, but Breezy makes it easy. They listen, they care, and they deliver.”
